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New Insight into Customers’ Preferred Channels
Remember the good old days of customer service? You know, when the contact center was just a “call center,” and companies dictated the terms of engagement? No one needed to analyze consumers’...
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Enterprise Social Networking Goes Prime Time
A few years ago, it wasn’t uncommon for business executives to view social networking with a mixture of derision and confusion. When leaders weren’t trying to wish away Facebook and Twitter as trifles...
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Don’t Underestimate the Value of Enterprise Social Networking
Five years ago, if a business wanted to create social networking opportunities within the company, all it had to do was buy a coffee maker, throw it in a corner and call it a break room. But in today’s...
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Health Care Communication in a Social Media World
Image courtesy of Navigator Cision Picture this: it’s 11 a.m. on a Thursday morning, and you’re already worn out. So far today, you’ve woken up, rallied your kids off to school, run to the post office...
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Would You Rather Go to the DMV Than Contact Customer Service? 42 Percent of...
Despite having more ways than ever before to interact with companies, Americans continue to vent many frustrations about their dealings with customer service. For example, in new survey* conducted by...
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Top B2B Tech Trends for 2014
It’s November and technology observers around the world are looking ahead to 2014 identifying the key trends and developments. Gartner recently released their top 10 Strategic Technology Trends that...
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Defining Social Customer Service Success in Your Contact Center: Q&A with...
While there are plenty of universal standards for delivering great service through traditional customer service channels, there seems to be a lot of variance in how companies engage with customers...
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Are We Bending over Backwards for Consumers, or Getting Bent out of Shape?
By now you’ve probably read the Craigslist post from a restaurateur who compared old and new video footage of patrons in his or her restaurant in an attempt to understand why his service wasn’t being...
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Self-Service on Twitter: A Crazy Idea? Not to an Aspect Early Adopter
SMS is going through an astonishing renaissance as a B2C customer service tool. A recent study from Harris Group showed that: 64% of consumers would prefer to use texting over voice as a customer...
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The Changing Nature of Customer Engagement
Recently, Frost & Sullivan invited Aspect thought leaders and other customer engagement industry professionals to get together to discuss how mobile and social are changing consumer engagement and...
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Marketing or Customer Service: Who Owns Social?
Customer service has never been a simple affair, but the rise of social has made it infinitely more complex. Before social, it was the customer service departments, through their call centres, who...
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